COVID-19 – Useful Information for Telecoms Consumers
Health Authorities are urging the general public to remain indoors as much as possible in order to contain the spread of COVID-19. We understand that some customers, particularly those accustomed with visiting service providers’ outlets to settle their bills or refer their issues may require further assistance as they seek to avoid going outdoors.
Service providers have over the years invested in various remote support services to assist customers from the comfort of their homes. There is a growing demand amongst customers for these facilities as they try to adopt to the current circumstances. The MCA recognises the benefit to promote the use of these facilities to reduce visits at the service providers’ outlets.
The MCA compiled useful information on various remote facilities made available by service providers for ease of reference:
It is understandable that now, people seek to remain more connected than ever with family, friends and colleagues. As we all do our utmost to maintain social distancing, we are providing useful information about remote options available to add credit to your prepaid mobile account, or top-up a loved ones’ account, without the need to leave your home. Service providers offer one or more of the following options:
Topping-up through an online account (i.e. through either ‘MyGO’, ‘MyMelita’ or ‘MyVodafone’) – This facility requires that you create an online account (using a personal username and password) through your service provider’s website. Each time you log in to your account, you can purchase the required mobile pre-paid credit using a credit/debit card. If you own a smartphone or tablet you may also download your mobile provider’s App from the App store (for iPhone) or Google Play store (for Android) and complete the in-App instructions to have easy access to this facility through your device.
Website top-up facility – To avail from this option, you need to complete your payment through your service provider’s website using a credit/debit card. This option allows you to purchase top-up credit without the need to set-up an online account with your provider. This option also allows you to purchase top-up credit for other subscribers.
Banking facility top-ups – Some service providers have made arrangements with banks to allow you to top-up your mobile account or someone else’s mobile account.
We encourage you to follow the guidelines published by servicer providers to find out more about each of their remote top-up facilities. Click on the name of your service provider below to find out more:
Customers who until recently relied on the payment facilities provided at the service providers’ outlets to settle their bills may be looking at other alternatives to avoid leaving their premises. We compiled some useful information on remote payment facilities made available by service providers for ease of reference. Service providers offer one or more of the following options:
Paying through an online Account (i.e. through either ‘MyGO’, ‘MyMelita’ or ‘MyVodafone’) - This facility requires that you create an online account (using a personal username and password) on your service provider’s website. Through your account you will be able to view your bills and to settle payment for the outstanding bills using a credit/debit card. If you own a smartphone or tablet you may also download your mobile provider’s App from the App store (for iPhone) or Google Play store (for Android) and complete the in-App instructions to have easy access to this facility through your device.
Website payment facility – To avail from this option, you would need complete your payment through your service provider’s website using a credit/debit card. This option allows you to pay your bills without the need to set-up an online account with your provider. This option also allows you to pay bills of other subscribers.
Direct Debit – When opting for this payment method, the due balance for your invoice will be automatically withdrawn from your chosen bank account. You will still receive an invoice which you may store for your records. For more information about how to set-up a direct debit mandate, you need to fill in some forms to authorise this arrangement. It is advisable that you contact your service provider for more information.
Internet Banking – Some service providers include their Bank Account details at the bottom of each invoice, and you can effect payment of your invoices through Internet Banking accordingly.
Paying by Cheque – Subscribers may opt to send a cheque payable to their service provider by post to settle their bills. The postal address of your service provider is usually included in your bill. Keep in mind that cheques may take some working days until they are processed.
We encourage you to follow the guidelines published by servicer providers to find out more about each of their remote payment facilities. Click on the name of your service provider below to find out more:
In an ever more interconnected world, consumers are becoming increasingly dependent on internet, TV, fixed and mobile services. Whenever they encounter any difficulties with their services, consumers expect to have remote and easy access to their service provider's support channels more so in today’s current COVID-19 pandemic. Service providers offer various remote support channels including telephony, chat and email to their customers.
We recognise the benefit that customers can achieve from having access to a comparative table on the different support channels made available by service providers. This information has been gathered in the link below for ease of reference: